Service360: cases, SLA and customer support
Collect, assign and track support cases with SLA; resolve with knowledge base suggestions and e-mail integration.
Tabs#
Service360: Home and Cases, plus the shared Accounts/Contacts/Tasks.
Case intake channels#
- Manual entry: The team opens issues that arrive by phone.
- Web-to-Case: Messages from a form on your website automatically become cases (see Web forms).
- E-mail: With record e-mail you correspond on the case and keep the whole conversation on the record.
Case lifecycle#
- Every case gets a number and opens with priority and channel information.
- Assignment rules and queues route the case to the right team.
- Stage path: New → In Progress → On Hold → Resolved → Closed (configurable per org).
- The kanban view doubles as a support board.
SLA tracking#
The service home page includes SLA and KPI cards: open cases, average resolution time, channel and priority distribution charts, and an overdue cases table. Cases over target are visually highlighted.
Knowledge base integration#
With Knowledge360 enabled, the Suggested Articles card on the case page proposes solutions from the knowledge base based on the case subject. Base your reply on the article and shorten resolution time.
The App Settings card#
The App Settings card on the Service360 home page is visible to admins only. Open Settings reveals three sections in one tabbed panel:
- SLA Targets: the hour target per priority. A change is reflected immediately in the remaining time and breach calculation of every open case.
- Queues and Assignment: support queues and case assignment rules.
- Web-to-Case: the support form you put on your site.
These are business rules specific to the app. Object and field settings stay in the Object Manager, and org-wide settings (users, security, e-mail, flows) stay in Setup.
Enabling it and the package#
Service360 is enabled from the Marketplace as a core business app (150 € per month, per organization). Click its card and press Enable: there is no install, download or waiting, the app opens within seconds. The price is per organization rather than per user, and billing is annual (see Pricing).
Where does it appear once enabled?
| Where | What you see |
|---|---|
| App launcher | A Service360 tile in the grid menu at the top left; this is how you move between apps |
| Tab bar | Home, Accounts, Contacts, Tasks, Calendar, Cases, Files, Reports, Dashboards |
| App home page | Today Panel, Object Inventory and Watch List sections |
| Objects | The Case objects open up. In the Object Manager you can add your own fields and picklists to them |
| Reports and dashboards | The new objects join the object list in the Report Builder, and standard reports and dashboards open from the app's last tabs |
| Automation | The flow canvas, scheduled flows, validation and assignment rules can now select these objects |
| Search, data and access | The new objects appear in global search results, in import and export screens and in the sharing rules list |
| Page layouts | This app's home page joins the list under Setup > Page Layouts: you can hide sections or reorder them |
| Settings | An App Settings card appears on the home page: SLA Targets, Queues and Assignment, Web-to-Case. Admins only. |
| Account and Contact record pages | A related Cases list appears and a case can be opened straight from the record |
| With other apps | With Knowledge360 on, article search appears on the case page; with Portal360 on, portal cases land in the same queue |
What happens if you turn it off?
Turning it off is also one click in the Marketplace. Tabs, records, report and search results disappear, and object pickers are filtered too, so the team cannot accidentally pick an object from a disabled app. Data is not deleted, it goes to sleep: when you enable the app again every record comes back exactly as you left it.